What Happened to Customer Service?
Posted by: info | June 27, 2007
When did America decide to do away with customer service? Sometimes it takes a genius to get a real live person on the phone. This frustrates consumers everywhere. Automated calls, robots or machines have took over. An automated call is a phone call in which a machine generated voice or robot that answers and handles the call. The worst part about an automated call is the first part.
The caller must first answer English or Spanish, then they may have to listen to phone numbers for additional departments and finally they will get options to get where they need to be. The problem is this entire process takes too long. Then the caller finally gets to a customer service rep. and has to wait for a long time. Even worse a caller gets disconnected. This entire process is a joke.
So what happened to real people? Companies are trying to automate process to save time, money and resources. They seem to think that the automated process eliminates many calls that customer care reps. don’t need to take. Some automated calls can answer questions and help consumers, but more times than not people are bothered by them.
In general people don’t like dealing with automated phone calls. Consumers want to talk with real people. Automated calls work great to check balances or take payments. However, they aren’t very good at answering questions or concerns. I think that companies lose many customers due to this process. In my opinion this cost them more money than it saves them. If there customers are always angry and can’t get their questions and concerns answered they are more likely to leave.
The one thing America has is competition. This gives the companies with real live people answering calls a huge selling point. These companies should market this and take advantage of this valuable lost art. Real customer service is what customers want. America has choices and are looking to take their business elsewhere when they are not satisfied.
Posted in: Telephone, General |
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